Overview

The Do Not Disturb (DND) feature in PXME lets you control how and when contacts receive messages. Instead of deleting or removing a contact, you can stop outbound communication across specific channels while keeping their record intact.

This helps you:

• Respect communication preferences (e.g., SMS off, email on).

• Protect deliverability by reducing spam complaints.

• Stay compliant with unsubscribe requests.

Enabling or Disabling DND for a Contact

1. Go to the Contacts tab.

2. Open a contact record.

3. In the Contact panel on the left, locate DND Settings.

4. Choose from:

   • DND All Channels – blocks all outbound messages.

   • Channel-Specific DND – block only certain channels (Email, SMS, Calls, WhatsApp, Messenger, Google My Business, etc.).

   • Inbound DND – block inbound calls or SMS (useful for spam prevention).

5. Check or uncheck the boxes and click Save.

Automating DND

PXME helps you automate DND preferences without manual updates:

• Unsubscribe Links – Clicking unsubscribe in email/SMS sets DND automatically.

• Keyword Triggers – Replies like STOP, UNSUBSCRIBE, or OPT OUT trigger SMS/Messenger DND.

• Workflow Triggers – Automate actions (e.g., remove from campaigns) when DND is enabled or disabled.

DND Split – Channel Preferences

PXME supports granular DND controls:

• DND On – All outbound communication blocked.

• DND Off – No restrictions.

• DND Partial – Some channels blocked, others remain open (e.g., SMS off, email on).

This gives you flexibility to honor contact preferences while keeping engagement open on approved channels.

DND by Channel

Email DND

• Auto-enabled when:

  • Contact unsubscribes.

  • Email hard-bounces or generates a spam complaint.

• Removing Email DND:

  • Can be manually disabled (unless marked spam).

  • For spam flags, you must request ISP removal, validate the address, then update the contact.

SMS DND

• Enabled when:

  • Contact replies with STOP or UNSUBSCRIBE.

  • Carrier returns error codes.

• Types of SMS DND:

  • Temporary (e.g., errors 30003, 30005, 30006) – can be removed manually.

  • Permanent (STOP reply or error 30004) – cannot be removed manually.

    • Contact must reply START, or you must submit opt-in proof to support.

Pro Tips

• Always respect DND preferences to protect your domain, phone reputation, and compliance.

• Use Smart Lists or filters to segment DND-enabled contacts.

• Combine DND automation with workflows for seamless opt-out handling.

• If a contact unsubscribes, PXME defaults to DND All Channels. You can manually re-enable specific channels if they consent.

FAQs

Q1: Can I adjust DND per channel?
Yes. You can enable/disable DND for each channel individually or apply it across all channels.

Q2: What happens if a contact unsubscribes from one channel?
PXME applies DND to all channels by default. You can re-enable specific channels manually if they consent to communication there.

Q3: How is SMS DND handled?

• Triggered by STOP keywords or carrier errors.

• Temporary DND can be removed manually.

• Permanent DND requires the contact to reply START or provide opt-in proof.

Q4: What’s the difference between DND On, Off, and Partial?

• On – All outbound blocked.

• Off – No restrictions.

• Partial – Only selected channels blocked.